Job Description:

Service Delivery Manager

Cardiff office 2 days p/week | £400 p/day | 35 hours p/week

1 month initially - short term contract to cover a sabbatical 

We’re looking for an experienced Service Delivery Manager to lead an IT service delivery function for a well-established organisation based in Cardiff.

You’ll manage the Service Desk and IT Operations teams, ensuring a high-quality, customer-focused IT service while working closely with internal stakeholders and third-party suppliers.

What you’ll be doing

• Lead, coach and develop the Service Desk and IT Operations teams
• Take ownership of day-to-day IT service delivery and performance
• Manage key IT suppliers and third-party services
• Develop and improve ITIL processes and service management
• Monitor service performance, KPIs and service levels
• Lead continuous service improvement initiatives
• Oversee IT assets, software licensing and operational documentation
• Support the transition of new systems and projects into live service
• Manage service reviews and work with stakeholders to resolve issues
• Identify opportunities to improve efficiency, performance and customer experience

What we’re looking for

You’ll have solid experience in IT Service Delivery / IT Service Management, ideally with experience managing service desk or IT operations teams.

You should have:

• Strong ITIL / IT service management knowledge
• Experience managing and developing technical teams
• Experience working with third-party suppliers
• Good understanding of service levels, KPIs and continuous improvement
• Strong communication and stakeholder management skills
• A practical, customer-focused approach to IT service delivery